Description This is a great opportunity for an individual who wants to develop their career in Mortgages. As a Leader within our Mortgage Customer Management team, you’ll play a key role for our customers by owning the mortgage customer communication strategy. We are happy to consider flexible working approaches to help you perform at your best. The working hours (per week) for this role can be between 32 and 35 hours. At Nationwide, we offer hybrid working wherever possible. More rewarding relationships are supported through our hybrid approach, bringing colleagues together across our UK-wide estate, whilst also supporting generous access to home working. We value our time in the office to solve problems, to learn, and to feel connected. For this job, you'll spend at least two days per week, or if part-time, you'll spend 40% of your working time, based at either our Swindon or Northampton office. If your application is successful, your hiring manager will provide further details on how this works. You can also find out more about our approach to hybrid working here. Nationwide is committed to the redeployment of our employees impacted by change, as such applications for redeployment candidates will be prioritised in this recruitment process. If you’re a colleague on long-term absence (for example, on parental leave) or a temporary worker, please use your personal email address to submit an application. Responsibilities What you’ll be doing You will lead the teams responsible for mortgage customer communications, ensuring all messaging meets regulatory requirements and delivers good customer outcomes. You’ll oversee the planning, prioritisation, and resourcing of work across the teams, balancing day‑to‑day delivery with wider mortgage objectives in a fast‑paced environment. You will be accountable for ensuring mortgage customer communications are clear, consistent, and aligned with our latest products, policies, and central communication standards. This includes operating a robust, governed change process and ensuring the right communications are sent to the right customers at the right time. You’ll play a key role in helping customers stay informed and engaged throughout their mortgage journey. Using data, management information, and deep dives across end‑to‑end mortgage journeys, you and your team will monitor communication performance and customer understanding, proactively identifying risks and opportunities for improvement. You’ll also support broader initiatives to strengthen and automate controls, providing assurance that communications and journeys are operating as intended. Working closely with the wider mortgages leadership team and key stakeholders, you’ll ensure customer communications are considered at every stage of the journey. You’ll coordinate activity across multiple initiatives, flexing your approach as priorities change and delegating effectively to deliver at pace while maintaining strong customer and regulatory outcomes. About you The minimum requirements for the role are: Experience of delivering product or customer engagement strategies Demonstrable experience in line management with a proven ability to manage and develop a high-performance culture Confident stakeholder management skills (including verbally and in writing) with the ability to influence at senior levels Knowledge of the UK mortgage market Experience of analysing data to drive improvements Our customer first behaviours put customers and members at the heart of how we work together. They are the set of behaviours that every colleague needs to display, in every role: Feel what customers feel - We step into our customers’ shoes, using their feedback and insights to empathise with them and to understand their needs, so that every decision we make starts and finishes with our customers in mind Say it straight - We are brave in speaking out and saying what we think – we’re honest and direct with good intent, openly sharing diverse perspectives to reach the best conclusions and using language everyone can understand Push for better - We don’t settle for mediocrity, we challenge the status quo, taking responsibility for continuous improvement and personal development Get it done - We prioritise what will have the greatest impact, we are decisive, and we take accountability for delivering brilliant customer outcomes You can strengthen your application by showing how our customer first behaviours resonate with you, and where you may have already demonstrated these. Qualifications The extras you’ll get There are all sorts of employee benefits available at Nationwide, including: 25 days holiday, pro rata Access to private medical insurance A highly competitive pension to help you build a strong foundation for retirement Access to an annual performance-related bonus Training and development to help you progress your career A great selection of additional benefits through our salary sacrifice scheme Life assurance to provide peace of mind for you and your loved ones in the event of your death Wellhub – access to a range of free and paid options for health and wellness Up to 2 days of paid volunteering a year Banking – but fairer, more rewarding, and for the good of society We forge our own path at Nationwide. As a mutual, we’re owned by our members - those customers who bank, save or have a mortgage with us. We challenge the financial sector status quo. We don’t see customers as the engine of our own profit. We share our profits with them and put their needs first. Always there when they need us. Supporting them and their lives. If you’re inspired by fairer finances, passionate about making a meaningful impact, and truly care about our customers, you’re one of us. At Nationwide, you are challenged to grow and rewarded for doing so. Valued. Recognised. Inspired to be your best. As a community, we want our working lives to count. As a team, we celebrate what we achieve. As a standard-setter, we work for the good of customers, communities, and broader society. We are purpose-driven. Uncompromisingly customer. Unstoppably Nationwide. What to do next If this role is for you, please click the ‘Apply Now’ button. You’ll need to attach your up-to-date CV and answer a few quick questions for us. We respond to everyone, so we will be in contact shortly after the closing date to let you know the outcome of your application. The hiring manager for this role is Gemma Jeffries, and the main recruitment contact is Jemma Ives.